If you need assistance with your group reservation, please send us an e-mail to
our
customer service department.
|
|
|
|
What should I do if my destination city is not on the list?
Please enter the destination you desire in the “Enter a City” box and click search. You may then choose your city from the list of results. To view a list of US cities by state, click the “More Cities” link. |
|
|
Why did I receive an error message when I entered my city?
There are three reasons you may have received this message.
-
The city name was misspelled.
- In this case, we will attempt to present you with the closest match.
-
There are multiple matches for the destination entered.
- In instances such as this, we will show you all the matches found. You can then select the city in which you are interested.
-
We were unable to find any hotels in that city.
- Sometimes smaller cities do not return any results. If this is the case, try selecting a larger city in that vicinity.
|
|
|
When will I receive a response to my price quote request?
We search multiple sources to ensure that your group gets the best possible rates. After we negotiate yours rates, we will notify you via e-mail. We will respond to your request within one business day. |
|
|
Why aren't prices displayed for all hotels?
Some hotels do not display their rates online. In this case, request rates for the hotels are interested in. After we negotiate yours rates, we will notify you via e-mail. We will respond to your request within one business day. |
|
|
What should I do if I’m looking for a specific hotel and can’t find it in the results?
If you know the name of the hotel, try typing it in the “Modify Search” box located at the bottom of the results page. If these results still don’t show the hotel, it may be because the hotel is not available on the night(s) you requested.
|
|
|
Why am I getting few or no results?
This can happen when the hotel(s) you selected do not have availability on the night(s) you requested. You can view more results by modifying your check-in and check-out dates and/or the number of guests per room in the “Modify Search” box located at the bottom of the page.
Note: If you selected a specific hotel as part of your initial search criteria, and are now interested in viewing results for other hotels, delete the hotel name in the “Modify Search” box and try your search again.
|
|
|
When will I receive a response to my price quote request?
We search multiple sources to ensure that your group gets the best possible rates. After we negotiate yours rates, we will notify you via e-mail. We will respond to your request within one business day. |
|
|
Why can it take up to one business day to respond my request?
We are committed to providing great service to you. To do so, we handle each request individually. |
|
|
Why do I have to wait to get particular property rates from your site?
Groups require special consideration. Our group rates are negotiated per hotel, per request, thus ensuring we are negotiating the best possible rates for your group. |
|
|
How will I know when I get a response?
As soon as we receive the price quote(s) you requested, we will send you an e-mail. The status of your group reservation can also be found any time by clicking “My Trips” located at the top of the page. |
|
|
What are the “Notes” next to some properties?
From time to time, our Group Desk or the hotel adds these “Notes” to let you know about particular offers or to communicate special details about the property. Be sure you review these additions carefully.
|
|
|
Why isn’t the hotel’s phone number listed on the site?
Groople is a one-stop-shop. If necessary, we will do your calling for you! We have a special relationship with each hotel to ensure we are getting the best group rates for our customers.
|
|
|
Are the rooms held for me when I receive rates following my request?
Unfortunately not, we need a credit card number to complete the booking process. Therefore, when you receive rates, it is not a confirmation and the rooms are not held. We encourage you to book your reservation as soon as possible to ensure the rate and availability does not change.
|
|
|
Will I be sent an instant confirmation number to confirm my request?
We cannot guarantee your space until we call our contact at the hotel with a credit card to book the rooms. Unfortunately, availability and rates are always subject to change until confirmed with a credit card.
|
|
|
|
|
What is a Credit Card Verification Number?
A Credit Card Verification Number is a unique security code printed on your credit card. We ask for this number as an added security measure to help protect your account against fraud.
|
|
|
Where can I find my Credit Card Verification Number?
On Visa, MasterCard, and Discover credit cards, you can find the three-digit number printed on the signature panel on the back of the card, immediately following the last four digits of your credit card account number.
On American Express credit cards, the four-digit number is printed directly above the account number on the front of the card. |
|
|
What should I do if I get an error message during my purchase?
Unfortunately, if you receive an error message, it means we were unable to complete your reservation. To try to finalize your reservation again, click on “Book Now” or call $(SupportPhone) for assistance.
|
|
|
|
|
What does the status mean?
"Requested," indicates that our agents are in the process of contacting the inventory department to confirm the rates and availability for your trip. Once we have confirmed your reservation, we will send you a confirmation e-mail. We will respond to your request within one business day.
"Confirmed," indicates that your reservation has been confirmed.
"Unable to Confirm - sold out," indicates that the property you are trying to book is no longer available. You may want to select a different property and book again.
"Canceled," indicates your reservation has been canceled. If you feel this is an error, or if you have any additional questions, please call our Group Desk at: $(SupportPhone). |
|
|
What should I do if I need to make a change to my reservation?
Making a change is very simple. Please contact $(SupportPhone) and have the Reference Number ready. |
|
|
What should I do if I don't have e-mail addresses for all group members?
The e-mail address field is optional. If you do not have e-mail addresses for some group members, simply leave the field blank.
|
|
|
What should I do if I don’t have all of my group members’ names at this time?
Enter the names that you do have. You can always come back to add the rest later. |
|
|
What does it mean to "Save to Profile"?
Your profile includes your contact and billing information, as well as your group(s) and reservation(s) information. Save this information to your profile as you enter it in to complete your group reservation. You can then access it quickly and easily for future reference by clicking “My Trips.”
|